IT Support & Help Desk Specialist

Odyssey House Louisiana, Inc.; New Orleans (LA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k match

Leave benefits

Job summary

Odyssey House Louisiana, Inc. is seeking a full-time, exempt IT Support & Help Desk Specialist. The role provides on-site first-line IT support for staff across nine program locations, handling tickets, hardware, software, and network issues to keep staff focused on client care.

The position requires coordinating with MSP, managing MS 365 and EHR-related access, and supporting mobile devices and conferencing tech. A strong customer service orientation is essential.

Qualifications

• 3+ years of help desk/IT support experience.
• Healthcare/nonprofit setting experience preferred.
• Experience with Windows 10/11, MacOS, Microsoft 365 administration, and Active Directory/Entra ID.
• Experience with a help desk ticketing system and documenting resolutions.
• Experience supporting mobile devices and printers.
• Strong customer service and communication skills; ability to explain technical issues clearly.
• Valid Louisiana driver’s license.

Responsibilities

• Provide on-site, first-line IT support for staff across nine program locations.
• Triage, prioritize, and resolve tickets; coordinate with MSP.
• Troubleshoot hardware, software, network, and mobile device issues.
• Manage Microsoft 365 accounts, MFA, shared mailboxes, and access badges.
• Onboard/offboard staff: accounts, devices, access, and recovery.
• Maintain asset records and sign-out documentation.

Skills

Windows 10/11

MacOS

Microsoft 365

Active Directory

Ticketing system

Mobile devices

Customer service

Communication

Driver's license

Education

High school diploma

Associate's degree or IT cert

Job description

IT Support & Help Desk Specialist

Join our mission toprovide a comprehensive continuum of care for people in Louisiana, encompassingprimary care, behavioral health, and substance use disorder treatment. Helpsave lives at OHL!

Job Summary

Odyssey House Louisiana, Inc.is seeking a full-time, exempt IT Support & Help Desk Specialist. Theschedule for this position is Monday-Friday 8am-5pm, with flexibility that may requireworking evening, nights, holidays, and weekends for emergency situations.

The IT Support & HelpDesk Specialist provides on-site, first-line technical support for OdysseyHouse Louisiana's workforce across all nine program locations, sharing Tier 1responsibilities with the agency's managed services provider. This positionmanages the internal help desk queue, resolves hardware, software, account,network, and mobile device issues, and keeps staff working so they can focus onclient care.

The Specialist supports theagency's core technology environment, including (but not limited to):

• End-userdevices: Windows laptops and desktops, Chromebooks, iPads, printers, andperipherals
• Agencymobile phones and Mobile Device Management (MDM)
• Microsoft365 (Outlook, Teams, SharePoint, OneDrive) and multi-factor authentication(Duo)
• Helpdesk ticketing and coordination with the agency's managed services provider
• Tier1 user support for the Electronic Health Record, with troubleshooting abilityand escalation to the EHR team

DUTIES &RESPONSIBILITES

It is the duty andresponsibility of the IT Support & Help Desk Specialist to:

• Ensurethat all HIPAA, 42 CFR Part 2, and related security measures are followed atall times;
• Managethe internal help desk queue: triage, prioritize, resolve, and document ticketswithin established response times, routing issues to the managed servicesprovider when they fall within its scope;
• Troubleshootand resolve hardware, software, printer, network, and connectivity issues inperson and remotely;
• Manageuser accounts across Microsoft 365, MFA, shared mailboxes, distribution lists,and building access badges;
• Executenew hire onboarding and employee offboarding, including account setup, deviceissuance, access removal, and equipment recovery;
• Deploy,configure, and track agency laptops, desktops, tablets, and mobile phones, andmaintain accurate asset records and sign-out documentation;
• Administeragency mobile devices through MDM, including enrollment, policy compliance, andlost or stolen device response;
• ProvideTier 1 EHR user support (log-in issues, password resets, basic navigation) andescalate complex issues to the EHR team;
• Assistthe EHR & Data Sytstems Manager as the agency's on-site liaison to themanaged services provider; escalatiissues to and coordinate with the managedservices provider and technology vendors (internet, phone, printer, andcarrier) to ensure timely resolution;
• Identifyrecurring issues, recommend permanent fixes, and proactively address problemsbefore they generate tickets;
• Buildand maintain help desk documentation, knowledge base articles, and how-toguides for staff;
• Supportagency security practices, including responding to reported phishing,reinforcing the AI Acceptable Use Policy, and reporting suspected securityincidents immediately;
• Setup and support conference room technology, video conferencing, and hybridmeetings;
• Assistwith new staff orientation and provide technology training to staff (bothremotely and in-person);
• SupportIT projects such as workstation refreshes, site setups, and system rollouts asassigned;
• Participatein a rotating after-hours on-call schedule for critical issues and;
• Performother duties as assigned.

MINIMUM QUALIFICATIONS

Minimum qualificationsinclude the following:

• Highschool diploma or GED; Associate's degree or relevant IT certification stronglypreferred
• 3+years of help desk, desktop support, or IT support experience
• 3+ years of experience in healthcare, behavioral health, or a nonprofitsetting
• Hands-on experience with Windows 10/11, MacOS, Microsoft 365administration, and Active Directory or Entra ID
• Experience with a help desk ticketing system and documenting resolutions
• Experience supporting mobile devices and printers
• Demonstrated ability to work independently, manage a ticket queue, andprioritize without close supervision
• Self-starter who takes initiative, follows issues through to resolution,and looks for root causes rather than quick fixes
• Strong customer service and communication skills, with the ability toexplain technical issues in plain language
• Valid Louisiana driver's license and reliable transportation

PREFERRED QUALIFICATIONS

Preferred qualificationsinclude the following:

• Bachelor’s Degree in Computer Information Technology, Statistics, orrelated field
• CompTIA A+, Network+, or Security+ certification, or Microsoft 365certification
• Familiarity with HIPAA and 42 CFR Part 2 privacy requirements
• Experience with Mobile Device Management (MDM) platforms
• Exposure to Electronic Health Record (EHR) systems
• Experience working alongside a managed services provider (MSP)
• 5 years of healthcare or public health experience
• Demonstrated experience in Microsoft Power BI dashboard/reportdevelopment
• Familiarity with clinical informatics and population health reporting

Compensation andBenefits

Competitive Compensation and Benefits package includes insurance(health, dental, vision, life, long-term and short-term disability), leavebenefits and 401k match.